Compliance-aware routing + safe AI summaries

Problem

Handoffs broke across teams, notes were scattered, and compliance requirements limited what automation could touch and store.

Context & constraints

• Region + consent constraints (what can be touched, stored, and messaged)
• Sensitive fields required redaction and review workflows
• Automation needed a clear audit trail and ownership model
• Handoffs spanned multiple tools and teams

Approach

• Encode consent/region constraints into routing logic and workflows as first-class rules.
• Add LLM summaries with redaction and “no-write”/review modes to prevent unsafe CRM updates.
• Instrument every enrichment and AI-driven action with an audit trail.

What Shipped

• Routing rules that respect region, consent, and response SLAs
• LLM summaries with redaction + guardrails (no CRM pollution)
• Review queues for sensitive fields and low-confidence enrichments
• Audit trail for AI actions and exceptions

Operational outcomes

• Routing respected consent/region rules without manual triage
• AI summaries added leverage without unsafe CRM writes
• Review queues reduced escalations and improved data quality
• Audit logs made security/compliance reviews straightforward

Governance & Safety

• Least-privilege credentials
• Prompt/output logging where appropriate
• PII redaction rules
• Human-in-the-loop approvals